ABSTRACTAt Delvinia, our approach to creating digital experiences starts with the customer – who are they, what are their needs, how do they behaviour and what motivates them. There are number of user research methods you can undertake to gain a deeper understanding of the customer. Our toolbox includes a number of propriety tools – AskingCanadians™ Online Research Panel and Delvinia Digital MOSAIC™.

In the presentation, you will learn how we use these tools and other research methods to gain insights into the digital customer. Using the Canadian Opera Company (COC) as a case study, we will walk you through the situation, the insights we uncovered and how we used those insights to architect and design an experience for COC’s digital customers.

PRESENTER BIOSara Durning brings over 9 years of interactive, experience design and information architecture to her role of Strategy and Experience Design Specialist at Delvinia – an interactive design and digital marketing firm. With an emphasis on customer-centred design, she leads project teams in the creation of digital customer experiences that meet both clients’ business challenges and customers’ needs.

Sara’s works with clients such as RBC Royal Bank, Scotiabank, Manulife and Canadian Opera Company. Prior to joining Delvinia, Sara worked for a full-service interactive agency with accounts such as Organon Inc., Bayer and Fido.